We apologise if you have received damaged mail. We do all we can to keep your deliveries safe and secure but if something has gone wrong, please let us know.
Wrapping and packaging
Sometimes incorrect packaging can result in damage to your item. To minimise the risk of this happening to you, please read our wrapping and packaging advice.
How was your mail damaged?
The envelope was damaged
We use machines to sort your mail and sometimes this can result in your mail being damaged. We’re very sorry if your mail has been ripped or torn in this way.
Sometimes packaging is of poor quality or the wrong size. If we spot a damaged item we will place it in a Royal Mail bag to try and prevent further damage.
My mail arrived wet
I think my mail was opened
Reporting a damaged item to us
The process for reporting a damaged item may include an inspection for insurance purposes. Please make sure you hold on to the damaged item and its packaging for our inspection team.
Please note that we can’t accept claims for the following items:
- Damage to ceramics e.g. ornamental and decorative china or porcelain if it was sent using our Standard Parcel service. Please use Special Delivery for fragile items.
- Banknotes, cheques and coins, tickets, vouchers and high value items – unless sent using Special Delivery
What would you like to do next?
We hope you’ve found the answers you were looking for here. If you have another question, please return to the main Customer Services page.
Otherwise, you can report a problem regarding the delivery of your mail by completing the form on the next page. This will help us give you more specific advice and assistance.